IT Support Specialist, Vannevar Labs

• Ideal candidates will possess strong customer service skills and take pride in providing a positive support experience
• 2+ years of experience in IT support or helpdesk roles
• Strong working knowledge of Windows and MacOS
• Ability to prioritize tasks and work autonomously
• Familiarity with Entra ID and the Microsoft 365 Suite
• Hands-on experience supporting endpoints in MDM-managed environment (Intune or similar)
• Experience supporting iOS and Android devices

Desirable

• We have an immediate opening for an IT Support Specialist to be responsible for providing technical support and assistance to internal staff. The primary objectives of this role are to ensure reliable operation of IT systems and provide high quality resolution of end-user issues
• Over time, the candidate will also develop strong working knowledge of the company’s systems, tools, and processes, increasing their effectiveness and impact within IT operations
• This role will support CMMC compliance efforts by executing established IT and security processes, assisting with increased support volume resulting from new processes, and supporting senior IT and security staff with security control implementation and enhancements
• Respond to IT support requests via phone, chat, or remote support tools to provide professional, high-quality support to end-users
• Accurately prioritize and track support requests to ensure appropriate routing and timely resolution
• Execute defined IT tasks in support of organization-wide compliance initiatives including access reviews and documentation in line with established security policies
• Diagnose and troubleshoot hardware and software issues with a range of complexity, escalating issues to technical teams when necessary
• Conduct routine maintenance tasks on endpoints such as software updates, patches, or vulnerability remediation based on procedures defined by IT leadership and security team
• Administer user access and permissions within IT resources in accordance with company policy
• Coordinate and track user onboarding and offboarding activities to ensure timely provisioning and deprovisioning of access
• Maintain accurate inventory records of company-owned IT assets
• Provide technical training and support to end-users on supported software applications and IT systems
• Document technical procedures and solutions within our knowledge base with an emphasis on recurring or high-impact user issues